A digital upgrade case of a WOK restaurant!
【Problem Analysis】
Restaurant Profile:
WOK is a high-customer-traffic restaurant that has built a loyal customer base through its diverse dishes and highly flexible dining model.
Work Allocation:
There are no menus; dishes are directly presented in buffet style. Servers are mainly responsible for taking beverage orders and delivery tasks. Due to the high customer volume and flexible movement of guests, restaurant operations can become chaotic, leading to some missed beverage orders and losses.
Upgrade Philosophy:
The premise is to avoid damaging the flexible dining experience of customers while addressing operational gaps and improving work efficiency.
【Upgrade plan】
Personnel Deployment:
20 staff members arranged in a "2-1-3" formation:
-
First layer: 6 people responsible for guiding and serving guests, from seating to beverage ordering, and finally completing order delivery.
-
Second layer: 4 people responsible for reception, payment processing, and the beverage station.
-
Third layer: 10 people responsible for the most labor-intensive tasks, including delivering beverages and dishes, as well as cleaning and resetting tables.
The restaurant manager must be able to dynamically allocate staff and make tactical adjustments to support each other.
Strategic Layout:
-
First Layer: Vanguard Unit (6 people)
Ensures the orderly operation of the entire restaurant. Collects guest information (table number, number of people, beverage orders) and transmits it via the QR code ordering system (e.g., Table 20, 3 people, 2 x Coca-Cola, 1 x Water) to the second layer—cashier and beverage station—without leaving their service area. -
Second Layer: Information Center (4 people)
Responsible for receiving and analyzing information, completing order entry in the POS system, and categorizing beverage orders. The ordering system backend (tablet Pad) automatically synchronizes detailed orders and reminders for each table. The receipt printer automatically prints and splits orders by table (if the cashier and beverage station are separate, two printers can be used simultaneously). -
Third Layer: Logistics Unit (10 people)
Delivers beverages to guests based on the order receipts, manages the replenishment of buffet dishes, and promptly cleans and resets tables for the next guests.
Technology Upgrade:
-
One tablet backend to process restaurant operational data, serving as the command center for the restaurant manager.
-
A unified QR code for the beverage e-menu, worn by each of the 6 vanguard staff—this is the core tool for improving work efficiency.
Workflow:
-
Server scans the QR code to access the system → enters table number, number of guests, and beverage orders → places the order and sends it to the information center.
-
The cashier processes the order → beverages are prepared and categorized.
-
Delivery staff complete the final handoff and delivery.
PS: Why not use table-specific QR codes for guests to self-order beverages?
-
This could lead to order confusion and uncertainty.
-
Guests may not feel adequately served, and the restaurant misses out on immediate feedback.
-
One-on-one service by staff ensures order accuracy and control.
【Build a private domain】
Restaurant Reservations:
Reservations are the best way to build loyalty between the restaurant and guests. They enhance the dining experience, attract customers beyond the restaurant's immediate reach, increase predictability, and stabilize cost control. When you open the system backend at work, you don't see waiting—you see red alerts indicating how many reservations are booked.
Membership Features:
This is the foundation for building your restaurant's private domain stronghold. It centralizes your guests and allows you to start building relationships with them through membership functions. Repeat customers are the fundamental base of your restaurant.
----------
